Pengaruh information on retailers dan retail service quality terhadap customer loyalty

Al-Ayubi, Sholahudin (2019) Pengaruh information on retailers dan retail service quality terhadap customer loyalty. Masters thesis, Universitas Pelita Harapan.

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Abstract

The purpose of this study was to analyze and test the positive effect of retail service quality on customer loyalty, information on retailers on customer loyalty and information on retailers on retail service quality on Travel Umrah and Hajj PT. FKI in Tangerang. The number of samples taken is 120 samples. Sampling is taken by non probability accidental sampling in individual customers of PT. FKI. Data retrieval is done by surveying questionnaires. Data analysis using PLS-SEM with SmartPLS software. The results showed positively that retail service quality had an effect on customer loyalty, information on retailers had a positive effect on customer loyalty and information on retailers had a positive effect on retail service quality. / Tujuan penelitian ini adalah untuk menganalisis dan menguji pengaruh positif retail service quality terhadap customer loyalty, information on retailers terhadap customer loyalty dan information on retailers terhadap retail service quality pada travel Umrah dan Haji PT. FKI di Tangerang. Jumlah sampel yang diambil sebanyak 120 sampel. Pengambilan sampel diambil dengan cara non probability sampling aksidental pada individu pelanggan PT. FKI. Pengambilan data dilakukan dengan cara survey pengisian kuisioner. Analisis data dengan menggunakan Analisis PLS-SEM dengan software SmartPLS. Hasil penelitian menunjukan secara positif retail service quality berpengaruh terhadap customer loyalty, information on retailers berpengaruh positif terhadap customer loyalty dan information on retailers berpengaruh positi terhadap retail service quality.

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